Onshape is not connected. Your document is saved. Refresh Browser to continue working on this....

sean_kerslake

Home laptop running up to date chrome
Trying to access a students model from his school account which he has shared with me.
Error: Onshape is not connected. Your document is saved. Refresh Browser to continue working on this document.
See lots of refs to this through schools networks but nothing that addresses home issues.
Any hints?
Cheers

john_rousseau

HI @sean_kerslake. Sorry you are having trouble. Are you running an antivirus at home? If so, could you tell me which one? I see the logs from your disconnects and they have been associated with a particular antivirus. I would like to see if that's the case here.

Can you please open a support ticket? That's a better communication mechanism for solving this problem than using the forum.

sean_kerslake

Thanks John , support ticket submitted

martin_kowalik

Hallo. I have the same problem: "Onshape is not connected. Your document is saved. Refresh the browser to continue working on this document." At home I am running Avast antivirus.

john_rousseau

@martin_kowalik, please disable Avast and try again. Let us know your results.

martin_kowalik

john_rousseau, it did not help.

health_physics

Same issue here.  Created a new document.  Continually displays the error  "Onshape is not connected. Your document is saved. Refresh the browser to continue working on this document. "

Disabled Avast antivirus, same error.  

Checked Developer console on Chrome.  This is the log:

js.stripe.com/v2/m/outer.html#referrer=https%3A%2F%2Fwww.onshape.com%2Fen%2F&title=Sign%20in&url=https%3A%2F%2Fcad.onshape.com%2Fsignin%23_ga%3D2.86934683.222420370.1641219024-1958623320.1639405877&muid=79acd64f-fce7-445a-bd5d-24083d8dbb85a89c0b&sid=NA&version=6&preview=false&:1 [Report Only] Refused to execute inline script because it violates the following Content Security Policy directive: "script-src 'self' 'sha256-SP+OklpqI9DOfk/xOSps45nYg4re2SxZVge06yn8uUQ='". Either the 'unsafe-inline' keyword, a hash ('sha256-qWpgQm+F/bMKOiHJEk7PjCZfwU7uXULpVxCtpVZZcr8='), or a nonce ('nonce-...') is required to enable inline execution.

Any ideas?

john_rousseau

Hi @health_physics. What I am seeing in the logs is consistent with your websocket traffic being interrupted. Specifically Avast Anti-Track has been causing our customers issues. Other forum users have said that the Avast processes are still running even after disabling from the UI. Can you check to see if those processes are still running and stop them just as a test?

I have opened a support request with Avast. Hopefully I will get a positive response.

dan_aylmer_

Hi there, I am having a similar issue with a class group. It will work sporadically for them - may work 1 in 5 times. It will stop working on both home WiFis and school network however it can also work on both.

Every device has the exact same configured settings/antiviris so surely if it works on one it should work on all of them? Tested websockets and no issues there.

john_rousseau

Hi @dan_aylmer_ . We have many thousands of students / schools connected during the day, so the issue is going to be either with the devices or the network. If you've tried on multiple networks, I would think this is going to be security / anti-track software on the devices. I can't explain the 1 in 5 success rate.

Can you open a support ticket and let us know what antivirus is being used? Thanks!